Virgin Media Community

[snozski]

Hi guys 

I phoned Virgin customer support earlier and they did say they are aware of some issues,  but did not give much information.   I was wondering if a CS agent here could look into this for me

Since around 3pm my internet keeps dropping out and power levels on downstream go all over place , then return to normal pretty much every 20 minute.    I either have no internet for a minute or the whole line drops.

Stats as follows since I reboot modern a few hours ago 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	435000000	5.8	40	QAM 256	4
2	411000000	5.6	39	QAM 256	1
3	419000000	5.3	39	QAM 256	2
4	427000000	5.3	39	QAM 256	3
5	443000000	6.1	40	QAM 256	5
6	451000000	5.8	40	QAM 256	6
7	459000000	5.2	39	QAM 256	7
8	467000000	5.2	39	QAM 256	8
9	475000000	5.7	40	QAM 256	9
10	483000000	5.9	40	QAM 256	10
11	491000000	5.7	39	QAM 256	11
12	499000000	5.5	39	QAM 256	12
13	507000000	5.7	39	QAM 256	13
14	515000000	6.2	40	QAM 256	14
15	523000000	6.2	40	QAM 256	15
16	531000000	6.1	40	QAM 256	16
17	539000000	5.9	40	QAM 256	17
18	547000000	5.8	40	QAM 256	18
19	555000000	6.1	40	QAM 256	19
20	563000000	6.4	40	QAM 256	20
21	571000000	6.5	40	QAM 256	21
22	579000000	6.1	40	QAM 256	22
23	587000000	6	40	QAM 256	23
24	595000000	6.7	40	QAM 256	24
25	603000000	7	40	QAM 256	25
26	611000000	6.6	40	QAM 256	26
27	619000000	6.1	40	QAM 256	27
28	627000000	6	40	QAM 256	28
29	635000000	6.4	40	QAM 256	29
30	643000000	6.8	40	QAM 256	30
31	651000000	6.5	40	QAM 256	31

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40	548	74
2	Locked	39	179	48
3	Locked	39	1088	673
4	Locked	39	583	101
5	Locked	40	337	50
6	Locked	40	290	47
7	Locked	39	452	74
8	Locked	39	1153	218
9	Locked	40	4496	3457
10	Locked	40	1334	777
11	Locked	39	4694	4605
12	Locked	39	5249	3925
13	Locked	39	6796	5427
14	Locked	40	6566	3968
15	Locked	40	7010	6348
16	Locked	40	4324	3701
17	Locked	40	1378	4482
18	Locked	40	2510	4700
19	Locked	40	1601	4126
20	Locked	40	2579	8434
21	Locked	40	2810	7813
22	Locked	40	2709	7765
23	Locked	40	7367	17450
24	Locked	40	7160	11629
25	Locked	40	7954	10641
26	Locked	40	16913	25005
27	Locked	40	13977	19183
28	Locked	40	11896	15210
29	Locked	40	8899	8186
30	Locked	40	6419	3831
31	Locked	40	4923	2141

Also getting mass these errors in network log for multiple channels 

CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Tudor]

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

[snozski]

Cheer ye on web page status it says no issues, when I did what you suggest via 150 it says intermittent issue effecting my area.

[snozski]

If possible I would still like A DM from one of Virgins forum staff 🙂  They are by far and away the best tech support available on Virgin and I would like if they could just confirm the status on this issue. 

[snozski]

seems resolved now so all good thanks 

[Adri_G]

Hey snozski, thanks for all the posts and updates on this thread.

We're glad to see the issues reported seem to have cleared, the outage detected has not yet fully resolved and our latest fix estimate is on 21/2 at 14:25.

However, this may or may not affect a customer in the area due to it's nature.

Anything else you wish to ask please give us a shout.